Cancellation, Return & Exchange Policy

Return, Exchange & Cancellation Policy

At ToysUAE, customer satisfaction is at the heart of everything we do. We strive to provide a smooth and reliable shopping experience. Please review our policies below for cancellations, returns, and exchanges.

1. Order Cancellation

• Orders can be cancelled before they are shipped.
• Once an order has been dispatched, cancellation requests will be processed as a return request.
• Pre-ordered items cannot be cancelled once processed with the manufacturer.
• A 3.5% cancellation fee will apply if the order is cancelled by the customer.
• To cancel an order, please contact our customer service team at the earliest.

2. Return Product Policy

We accept returns under the following conditions:

Eligibility

• The item must be unused, in its original packaging, and include all tags and accessories.
• Return request must be submitted within 2 days of delivery.
• Items damaged due to misuse or improper handling are not eligible for return.
• Exchange Policy Note: The first exchange is free. From the second exchange onward, a transportation fee of AED 150 will apply.

3. Non-returnable items:

For safety and hygiene reasons, the following items cannot be returned:

• Opened baby essentials (e.g., bottles, nipples, feeding items)
• Personal care products
• Assembled or installed items
• Outdoor items, ride-on products, electrical products, and inflatable items
• Customized or pre-ordered products
• For international clients, we are unable to offer refunds once the items have been delivered.

4. Exchange Policy

• Exchanges are subject to product availability.
• If the requested item is unavailable, store credit or a refund may be offered.
• All exchange requests must meet the same conditions as returns.(unused, original packaging).

5. Refund Process

• Approved refunds will be issued via the original payment method or as store credit, depending on the case. (depending on our policy and courier status).
• Shipping fees, COD charges, and service fees are non-refundable.
• Refunds are processed within 7–10 business days after inspection of the returned item.
• Advance payments for pre-order items are non-refundable if cancelled.

6. Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect product:

• Notify us within 24 hours of delivery. Share clear photos or videos of the issue.
• We will arrange a replacement, exchange, or refund based on the situation.

7. Return Shipping Fees

• If the return is due to a defect or our error, no charges will apply.
• For other returns, a return pickup fee will be applicable based on courier rates.
• Additional charges may apply for remote areas.

8. Pre-Order Items

• Pre-order items require approximately 6–8 weeks for fulfillment.
• These items are non-cancellable after confirmation, as they are specially sourced at the customer's request.

9. Installed / Heavy Items

• Large items such as swing sets, playhouses, and similar structures cannot be returned once installed.
• In the event of a manufacturing defect, we will assist with repairs, replacement parts, or supplier warranty support.

10. International Orders

• International returns must follow the same eligibility conditions. Return shipping costs are the customer’s responsibility.
• Refunds will exclude international shipping charges.

11. How to Request a Return or Exchange

To initiate a return or exchange, please contact our support team with:

• Order number
• Product name
• Reason for return
• Photos or videos (if applicable)

We are committed to making the process as smooth and hassle-free as possible